Features page — ManageEngine ServiceDesk Plus

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• Incident management Report an error

  “Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets.”

• Asset management Report an error

  “Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.”

• Project management Report an error

  “Create projects, manage resources, track progress, and integrate projects with requests and changes to fine-tune your overall IT service delivery.”

• Problem management Report an error

  “Analyze root causes, reduce repeat incidents, and boost your IT help desk's productivity.”

• Cmdb Report an error

  “Visually build relationships between CIs and analyze the business impact of any outages or change implementations.”

• Service catalog Report an error

  “Showcase your available services to end users, with custom SLAs and multi-stage approvals.”

• Change management Report an error

  “Streamline planning, approval, and implementation with automated workflows.”

• Enterprise service management Report an error

  “Extend proven ITSM best practices to HR, finance, and other service delivery areas.”

• Release management Report an error

  “Make your releases work in tandem with your change management process.”

• Space management Report an error

  “Optimally utilize your organization’s campuses while keeping workplace amenities and services in check.”

• Generative AI Report an error

  “Unlock a range of functionalities designed to improve efficiency and overall user experience with intelligent, GenAI-powered support.”

• Microsoft copilot Report an error

  “Transform the way your technicians and end-users work, communicate, and collaborate by letting Microsoft Copilot work alongside ServiceDesk Plus.”

• Virtual agent Report an error

  “Chat and get work done with the GenAI-powered conversational AI companion.”

• Predictive intelligence Report an error

  “Anticipate outcomes and make accurate decisions easily by leveraging Zia's predictive intelligence and save time for your technicians.”

• Zia agents Report an error

  “Onboard a powerful task force of digital employees that scale without limits, act with swift intelligence, and never clock out.”

• Mcp support Report an error

  “Set up MCP servers for ServiceDesk Plus and connect them with the LLMs and AI agents of your choice.”

• Self service portal Report an error

  “Facilitate easy request creation, and keep end users informed on ticket progress and approvals.”

• Live chat Report an error

  “Allow real-time collaboration and interaction between technicians and end users through the in-product live chat.”

• Knowledge base Report an error

  “Allow end users to solve repeat incidents with known solutions, helping deflect tickets from your service desk.”

• Custom domains Report an error

  “Make your self-service portal easily accessible to your end users by publishing it in a custom URL within your organization's domain.”

• Mobile apps Report an error

  “Take your service desk wherever you go with ServiceDesk Plus' iOS, Android, and Windows apps.”

• Ad self service Report an error

  “Enable password resets, Active Directory account unlocks, and updates from an end-user service desk portal.”

• Business rules Report an error

  “Simplify your incident workflows by performing criteria-based actions on incoming requests.”

• Tech auto assign Report an error

  “Automatically assign tickets based on technician availability with round robin or load-balancing methods.”

• SLA escalations Report an error

  “Ensure timely service delivery and incident resolutions with custom SLAs and proactively enable multi-level escalations.”

• Preventive maintenance Report an error

  “Automatically create requests with all request parameters defined at scheduled frequencies for regular maintenance activities.”

• Request life cycle Report an error

  “Visually design the complete life cycle of a ticket with various statuses and transitions using a simple drag-and-drop canvas.”

• Visual change workflows Report an error

  “Design change workflows on a drag-and-drop canvas with multiple stages and statuses, and actions like notifications, field updates, and approvals.”

• Data archiving Report an error

  “Preserve your data while de-cluttering your IT help desk by scheduling automatic data archiving in periodic intervals.”

• Kanban view Report an error

  “Visualize your ticket queue and manage them with interactive, graphical columns.”

• Sandbox Report an error

  “Deploy changes to your ITSM automations and workflows without impacting the production environment.”

• Workflow automation Report an error

  “Turn your complex IT and business processes into hyper-efficient, automated workflows, and trigger them with just a single touch.”

• Orchestration Report an error

  “Design and orchestrate your service management practices with visual workflows and single-touch automations.”

• Custom functions Report an error

  “Extend ITSM capabilities with low-code scripting, smart automation, and integrations.”

• Fine grained authorizations Report an error

  “Provide users with appropriate view and access permissions to requests, problems, changes, contracts, assets, solutions, and reports.”

• Multi site support Report an error

  “Manage multiple sites with custom workflows and configurations for each site, all from a central service desk console.”

• Custom request templates Report an error

  “Build and publish dynamic request templates with associated workflows, tasks, and approvals.”

• Deluge programmability Report an error

  “Build additional service desk functions with Deluge, a low-code programming language, and easily integrate with your business applications through webhooks.”

• Ad provisioning Report an error

  “Import all your Active Directory users into the cloud version of ServiceDesk Plus without any fuss.”

• It asset discovery Report an error

  “Discover and import all your asset information into your service desk with multiple scanning techniques.”

• Software asset management Report an error

  “Manage all aspects of your software assets including purchasing, deployment, maintenance, utilization, and disposal.”

• Software license management Report an error

  “Identify and eliminate unused licenses, plan future software purchases, and ensure software compliance.”

• Asset loan Report an error

  “Manage and track temporarily-loaned assets to users during the loan period.”

• Uem remote access addon Report an error

  “Deliver a consistent remote support experience to your employees by leveraging the UEM Remote Access Plus add-on.”

• Purchase contracts management Report an error

  “Automate your supplier interactions, including purchases and maintenance contracts, with full traceability and visibility.”

• Asset replenishment Report an error

  “Trigger automated notifications when asset inventory is low. Never run out of stock again.”

• Itom Report an error

  “Integrate seamlessly with native and third-party ITOM tools for managing alerts, monitoring networks, and detecting anomalies.”

• Endpoint management Report an error

  “Perform desktop and mobile device management activities right from your ServiceDesk Plus console with the Endpoint Central (formerly Desktop Central) integration.”

• Advanced analytics Report an error

  “Create insightful reports and dashboards from your IT help desk data, without writing a single line of code, using this simple drag-and-drop user interface.”

• Site24x7 Report an error

  “Track the health of your cloud infrastructure and resources by proactively monitoring issues with your servers using Site24x7.”

• Dynatrace Report an error

  “Manage your cloud landscape and speed up incident response with the Dynatrace extension in ServiceDesk Plus Cloud”

• Outlook addin Report an error

  “Bring your help desk to your Outlook or Office 365 mailbox, and perform help desk activities without even accessing your help desk portal.”

• Jira Report an error

  “Create and link Jira issues to requests from within ServiceDesk Plus.”

• Public APIs Report an error

  “Have your developers use public, web-based APIs to integrate and connect with ServiceDesk Plus from anywhere you need.”

• Microsoft teams Report an error

  “Make your service desk easily accessible by adding it to your shared workspace on Microsoft Teams.”

• Teamviewer Report an error

  “Provide real-time support to end users with instant remote sessions and livestreaming.”

• Zoho flow Report an error

  “Devise fine workflows between ServiceDesk Plus Cloud and 650+ applications to automate actions using the Zoho Flow integration.”

• Chatgpt Report an error

  “Leverage GenAI for everyday service desk activities and enhance support experiences for your end users and service teams.”

• Whatsapp Report an error

  “Take your service desk closer to your end users with the WhatsApp integration for ServiceDesk Plus.”

• Industry solutions Report an error

  “Build a unique IT service management platform specific to your business and industry”

• Esm functions Report an error

  “Extend proven IT service management best practices to other business functions and provide a consistent service experience across the enterprise from a centralized platform.”

• Native reporting Report an error

  “Use out-of-the-box reports or generate custom reports across modules with a few clicks.”

• Surveys Report an error

  “Create and launch general surveys or surveys related to specific request types.”

• Legal Report an error

  “Help legal teams keep pace with growing business needs by tracking, managing, and delivering legal services on time using a unified service management platform.”

• Facilities module Report an error

  “Keep workplace service delivery and operations running smoothly. Use campus-based ticket and asset management features and a built-in space management module.”

• Copyright Report an error

  “© 2026 Zoho Corporation Pvt. Ltd. All rights reserved.”

• Deployment options Report an error

  “(Cloud) Download (On-Premises)”

Scores citing this record

• The Change & Configuration Manager Service desk, incidents & requests
• The Change & Configuration Manager Change, problem & release management
• The Change & Configuration Manager Assets, CMDB & discovery
• The Change & Configuration Manager Self-service portal & service catalog
• The Change & Configuration Manager Deployment, integrations & multi-client operation
• The Change & Configuration Manager European sovereignty
• The MSP Owner Service desk, incidents & requests
• The MSP Owner Change, problem & release management
• The MSP Owner Assets, CMDB & discovery
• The MSP Owner Self-service portal & service catalog
• The MSP Owner Deployment, integrations & multi-client operation
• The MSP Owner European sovereignty
• The Municipal IT Lead Service desk, incidents & requests
• The Municipal IT Lead Change, problem & release management
• The Municipal IT Lead Assets, CMDB & discovery
• The Municipal IT Lead Self-service portal & service catalog
• The Municipal IT Lead Deployment, integrations & multi-client operation
• The Municipal IT Lead European sovereignty
• The Service Desk Lead Service desk, incidents & requests
• The Service Desk Lead Change, problem & release management
• The Service Desk Lead Assets, CMDB & discovery
• The Service Desk Lead Self-service portal & service catalog
• The Service Desk Lead Deployment, integrations & multi-client operation
• The Service Desk Lead European sovereignty
• The Skeptic Service desk, incidents & requests
• The Skeptic Change, problem & release management
• The Skeptic Assets, CMDB & discovery
• The Skeptic Self-service portal & service catalog
• The Skeptic Deployment, integrations & multi-client operation
• The Solo IT Admin Service desk, incidents & requests
• The Solo IT Admin Change, problem & release management
• The Solo IT Admin Assets, CMDB & discovery
• The Solo IT Admin Self-service portal & service catalog
• The Solo IT Admin Deployment, integrations & multi-client operation